FAQ

What are your Customer Service hours and phone number?

UrbanLoft Online Customer Service team can be contacted Monday – Friday 9:00 am-6:00 pm EST, at or by emailing CUSTOMERSERVICE@URBANLOFTONLINE.COM

Can I place an order by phone?

To protect our clients from potential identity and/or credit card fraud, UrbanLoft Online only online purchasing orders.

How do I know you received my online order?

You will receive confirmation from us by email as soon as your order is received and also when your order has been shipped. If you don't receive a confirmation, you may submit an inquiry by writing to CUSTOMERSERVICE@URBANLOFTONLINE.COM. 

What if my order arrives damaged?

Please refer to our Return & Return policy. Please click here for more information.

How can I cancel my online order?

Please refer to our Cancellation policy. Please click here for more information.

Delivery and Shipping

Expedited Delivery

Any time specified shipping methods (example: overnight service) are only guaranteed to ship by the day agreed. We have no control and therefore make no promises or guarantees as to the delivery company performing as it promises.

Delivery Method

All deliveries will be made by a shipper chosen by UrbanLoft Online. If the customer specifies a delivery company, we will attempt to use that company. If for reasons of size, weight, timing, or any other reason determined by our shipping department, the package may and/or will be shipped with a shipping company of the shipping department's choosing.

Delivery will be made by the shipper's normal delivery method. UPS, for example, will deliver to your door and, if no one is home, and the shipper has a policy not to leave packages without a signature, the delivery may be rescheduled, yet UPS and many other shippers will not set up an exact time to meet you at your door. Many oversize items (too large for UPS) will be sent via delivery truck that will only get the item to the 'sidewalk'. You will need to carry the item into your home. This is common in areas with 'High Rise' buildings. The delivery company will only give a time period, which sometimes can be an entire day. You will have to make arrangements to receive the package or have someone at your home or business to receive the package.

Please note that UPS and many other delivery companies charge a surcharge for Saturday deliveries; if you would like to arrange a Saturday delivery please email for additional pricing. If the recipient is notified of a delivery date, and the recipient is not there to meet the shipper and accept the package, the recipient will be responsible for any and all 'redelivery' charges that may apply. Please note that beginning August 5, 2013 USPS will cease delivering first-class mail on Saturdays, but will still be delivering packages.

Where does UrbanLoft Online deliver?

UrbanLoft Online delivers anywhere in continental United States, Hawaii & Alaska.

How long will it take to deliver my order?

In most cases, your order will arrive at your home or business in about two weeks or less from the time the order is placed. Please note, however, that this is not guaranteed. We guarantee that your items will ship within 4 weeks except for items that have a stated shipping time of more than 4 weeks. Once your order ships we will forward the tracking information through email.

Can I track my order?

Yes. All UPS and USPS deliver orders may be tracked at www.urbanloftonline.com.

Will I be contacted regarding my delivery?

Yes. After your purchase has been made and approved, you will receive an order confirmation via e-mail. The order confirmation will include the items you have purchased, your monies paid, delivery date, shipping and billing addresses and a confirmation number.

MY ACCOUNT

How do I create an online account?

To create an account with urbanloftonline.com, you must register and enter your basic account information. We will need your First Name, Last Name, e-mail address, a user id that you select, and a password that you enter. Once we have this information, you are registered and we will confirm this with an e-mail.

If you need help creating an account during the registration process, please email our Support Staff at SUPPORT@URBANLOFTONLINE.COM, or call 1-888-803-4230. The next time that you log on, please use the user id and password that you selected during the registration process.
How can I get my online account password?

If you forget your password, click here to enter your registered email address. We will send your registration information to this address. For your safety, this password should be changed in the registration section once you are logged in.

How do I get on/off your mailing list online?

To add or remove your name from the Internet mailing list you must first be a Registered User who has successfully completed the online Login Process. Once you are logged in to your account, you may select the Change My Profile option and deselect the two options below:

Send me information on upcoming sales and specials.

Enter your password, and click 'OK'

PAYMENT

How do I pay for my purchase?

We offer our customers several convenient payment options. We accept most major credit cards including ATM, MasterCard, Visa and American Express. Online purchases are paid in full upon order.

How is my Credit Card Processed?

All credit card payments are processed through our parent company, Maduri Interiors, Corp and will be displayed on your credit card statement as such. In the event a credit card does not process for any reason, we will, at our discretion, both void the order and notify the customer or process the order at a later date or process the payment in multiple smaller amounts until the item is paid in full. Items cannot be shipped until payment in full has been collected.

How to correct a billing error?

Any errors or omissions will be corrected and either billed or refunded to the customer as necessary. If an order is incorrect, it is the responsibility of the customer to notify us within 24 hours of our sending the order confirmation email to the customer. If the customer does not notify us within that time, the customer will be responsible for the order. If the customer does not give his/her email address, the email address is incorrect or the customer does not receive the email for any reason, the customer waives his/her right to correct an invoice.

Online Pricing and Availability

Prices, specifications and availability of products are subject to change without notice. Web, e-mail offers and other advertisements are subject to correction. Internet orders generate an automatic confirmation and response e-mail. These automatic confirmations and response e-mails are subject to correction prior to delivery due to errors, changing market conditions, product discontinuation or unavailability, typographical errors, or any other reason. Our internet pages are an invitation for you to make us an offer to buy the items described; our delivery constitutes our acceptance of your offer. All orders placed over $2,000 (US) must obtain pre-approval with an acceptable method of payment, as established by our credit and fraud avoidance program. We will notify you of any corrections or changes and ask for your approval before we complete your order. We will not complete your order until we have your approval. We reserve the right to limit sales, including the right to prohibit sales to resellers, even after we have received and confirmed your order. Published prices do not include shipping, sales tax and insurance.

What forms of payment does UrbanLoft Online accept?

UrbanLoft Online accepts ATM, VISA, Master Card, and American Express.

If your shipping address is different from your billing address, UrbanLoft Online requires that this address be listed on your credit card account as an alternate address for shipping purposes only. You can contact your credit card company by calling the 1-800 numbers on the back of your credit card. UrbanLoft Online requires the "ship to" address to match the "bill to" address or the alternate address of your credit card to protect our customers from credit card fraud.

Do you have Credit Card Fraud Protection?

Yes. UrbanLoft Online protects your credit card information by encrypting your information before it is transferred to the authorization center. After your information has been authorized it is then encrypted again before it is transferred back to www.urbanloftonline.com to display your authorization status.

What is your policy regarding International Credit Cards?

UrbanLoft Online will accept International credit cards for online purchases only after aUrbanLoft Online customer representative validates the customer identity. Items may be added to your shopping cart, but no sale will be final or processed until id verification. Please contact us for more details.

Does UrbanLoft Online charge sales tax on purchases?

One of the best things about buying through UrbanLoft Online is that we do not have to charge sales tax. UrbanLoft Online is not responsible for individual states' sales tax reporting laws pertaining to online purchases, so we encourage you to check your state's regulations before you shop.

Note to customers shipping to Colorado: Pursuant to Colorado law, the purchaser is required to file a sales or use tax return, and may be required to pay sales or use tax on certain items.

PRIVACY AND SECURITY

Is your site secure?

Yes. UrbanLoft Online has taken the extra step to insure that your credit and personal information is secure.

Will you sell my information?

No. The information that UrbanLoft Online collects will not be sold to a third party. Your information is used by UrbanLoft Online to better our site and make it more convenient for you, our valued customer.

Do you use cookies?

Yes. We use cookies to make our site convenient and not for solicitations.

PRODUCTS

Can you send me a color sample?

Sorry, we don't have color samples to send out. Our color photos of the products we sell are true to color in that we don't alter a color or try to enhance it. However, the setting on your monitor may affect the appearance of the color. If you absolutely, positively must have an exact match, we recommend that you shop at your local retailer. While you probably won't get a great price, at least you will be able to match your colors exactly. But please keep us in mind later, when color matching is not an issue.

Who is the manufacturer of your items?

Our items are purchased through major manufacturers throughout the world. We have agreements with these manufacturers that we will not divulge the name or product ID's in exchange for allowing us to sell the items online for the low prices we charge. However, when you receive the products, they will show the vendors name on the box.

Where can I get more information on specific merchandise?

If you would like more information regarding a specific piece of merchandise please call, during normal business hours, at 1-888-803-4230 or email us at customerservice@urbanloftonline.com. If you choose to contact us via email, remember that you will receive a response within one to two business days.

Do you have a printed catalog?

Our selection of merchandise is constantly changing, so keeping a paper catalog updated is extremely difficult. Through the magic of the Internet we feel we have found the best way to keep you informed. Any change we make to our "virtual showroom" is instantaneous, so you are guaranteed the most current information regarding our selection of merchandise, options and price.

All references to size, weight, construction and color are approximate. We are not responsible for typographical errors. Descriptions may refer to finish and/or actual construction materials. We reserve the right to substitute identical items from alternate vendors for any out of stock items. For more detailed information e-mail at customerservice@urbanloftonline.com.

TECHNICAL

Is UrbanLoft Online secure?

Yes! Security remains the primary concern of on-line consumers, and here at UrbanLoft Online we have taken the necessary steps in securing your online information. We have implemented secure connections on your Checkout Process, as well as your Account Information.

Does the color of the physical merchandise differ from what is on the site?

Because settings on individual monitors vary, it is often hard for us to show the exact color(s) of each item. All images have been optimized to look their best on a variety of different platforms, browsers and monitors. If you have questions about a particular color of an item, you may wish to email or call our Online Support Staff.

What if I receive an error during checkout?

Because settings on individuals' browsers vary, along with a host of other conditions affecting online transactions, you may receive an error during our checkout process. We apologize for any inconvenience we may have caused you. Please call us at 1-888-803-4230 during store hours to complete your transaction